The 2nd level IT Infrastructure Engineer position at SoftwareONE represents a key area in the organization’s ability to keep pace with the IT needs of Internal Users, Direct Customers, VARassist Partners and Strategic Publisher Partners. SoftwareONE anticipates the need to manage hyper-growth for the next several years. IT infrastructure is considered one of the cornerstone areas for supporting this hyper-growth.
SoftwareONE Business IT focuses on proven ITIL based processes. As part of a global IT organization, this 2nd level Engineer position is working in the Service Design and Service Operations area. The position will combine these global and local standards and be responsible to provide a top-notch service. Duties include operating, building and supporting IT services for the business. The position is located in Waukesha, Wisconsin USA and reports to the IT Engineering Team Lead.
Roles & Responsibilities
Actively operate and deliver IT services and solutions to the business
Analyze, troubleshoot and solve hardware and software issues
Participate in projects in a fast-paced environment, independently or within a team
Perform Incident, Request, Problem and Change Management activities following ITIL standards
Avid and self-driven learner to keep pace with rapid changes including the introduction and deployment of new platforms and tools
Deploy, support and maintain hardware and software infrastructure according to best practices and established standards
Troubleshoot and diagnose problems and resolve issues, often under time constraints
Work closely with peers in project or assigned tasks to meet group and departmental goals and improve processes and practices
Stay informed on emerging technologies via professional groups, internal and external training, independent research and study, and other means available
Cross-cultural communication skills
Participate in regular status meetings with global and local team
Escalate operational issues to upper level or management if needed
Works closely together with the operational engineers from the service operations and service improvement team
Is comfortable working in a global team and understands cultural differences
Share operational experience and provide constant feedback to the operations and engineering teams
A dynamic, international and rapid growing environment with the global leader on Software Portfolio Management
An IT environment with cutting-edge technologies and IT services
Challenging and value-adding opportunities on a global scale with a global end user footprint
Development potential into global IT expert levels
Knowledge, Skills & Abilities
Bachelor’s degree in Information Systems or other technology related field a plus
3+ years of experience operating and supporting IT solutions – experience within medium to large organizations (>2,000 users) a plus
Knowledge of Core Infrastructure, Virtualization and Systems including: Windows Server 2012-2016 and VMware
Knowledge of end user hardware and applications including: laptops, Windows 10 and Office 2016
Office 365 or other cloud solution experience a plus
Familiar with network infrastructure including switches and wireless
Highly self-motivated and results oriented
Skills in business communication
Strong presentation, organization and time management skills
Contributes to knowledge sharing within a community
Reuses existing knowledge to accelerate solutions delivery
Ability to translate requirements into tangible results
Excellent verbal and written communication skills
Ability to work in an international IT environment
Participate in a weekend on-call duty rotation
Willingness to travel (approx. 5%)
ITIL Service Management Foundation Certification is a plus
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